Why did my bill go up or change?

Start by opening the invoice itself — log in at my.worldline.ca to see the line-by-line breakdown. The most common reasons a bill changes:

1. A promotional rate ended

Many plans start with a promotional price for the first 12 months and then move to the regular rate. Your invoice shows the plan name and current rate. If your promo has ended, it's worth calling — the billing team can review your rate and current offers with you.

2. A carried-over balance

If a previous invoice wasn't paid, the next invoice shows both the carried balance and the new month's charge — which can make it look like your price doubled when it didn't. Your payment history in the portal will confirm.

3. A plan or service change took effect

Upgrades, downgrades, and added services appear on the next billing cycle after the change.

4. A one-time charge

For example, an unreturned-equipment charge after a cancellation or equipment swap — see "Why was I charged after I cancelled?" If you use Worldline Long Distance, you may also see the $10 Annual Network Fee (Long Distance) — it's listed under Miscellaneous Fees in the Terms and Conditions.

Still doesn't look right?

You don't have to puzzle it out alone. Call 1-855-299-0025 or email billing@worldline.ca with your account number and the invoice number, and the billing team will walk through it line by line. If something was billed in error, it will be corrected — see "How do refunds and credits work?"

Updated on: 13/08/2026